Note: The job is a remote job and is open to candidates in USA. reputed company is seeking a Director of Scaled Customer Success to transform customer support through AI-driven engagement. This role will lead strategic initiatives to enhance customer retention and product adoption, utilizing digital strategies and automation.
Responsibilities
• Scale the human touch: design and deploy AI-driven playbooks that automate routine success motions, including onboarding, product engagement and adoption, health checks, while maintaining a personalized feel
• Predictive churn modeling: integrate predictive AI models that identify ‘at-risk’ signals before they become churn realities
• GenAI content engine: partner with the success team to oversee the creation of dynamic, AI-generated campaigns and automated email flows tailored to specific personas and behaviors
• Digital journey mapping: build end-to-end digital journeys that guide customers from initial implementation to ‘value realization’ without requiring a dedicated CSM
• In-App orchestration: lead strategy for in-product messaging and self-service capabilities to resolve queries and drive feature adoption
• Partner with IT and Product teams to ensure seamless deployment and adoption of the Customer Success platform
• Expansion mapping: use AI and automation to identify ‘ready-to-buy’ signals, creating automated lead generation paths
• Drive organizational change through training, communication, and stakeholder engagement
• Foster a culture of continuous improvement and innovation
• Define KPIs and dashboards to measure success of digital initiatives and customer outcomes, including churn and adoption
• Segment customers by risk, maturity, reputed company, and behavior
• Provide insights into leadership on trends, risks, and opportunities for improvement
• Use data to identify systemic churn drivers and design scalable interventions to support key elements of retention strategy, particularly in mid-low market customers
• Partner with the cross-functional team to:
• Track engagement and usage signals
• Measure impact of digital programs on retention
Skills
• Bachelor’s degree in Business, Technology, or related field
• 10+ years of experience in Customer Success, Success Transformation, or SaaS operations
• Proven track record of leading technology implementations and process improvements in a SaaS environment driving successful outcomes
• Strong understanding of customer success metrics, lifecycle management, and SaaS business models
• Excellent leadership, communication, and stakeholder management skills
• Experience with technology platforms like reputed company, reputed company, or the newest AI-first Customer Success Platforms
• Knowledge of automation, AI-driven customer engagement, and data analytics
• Ability to manage cross-functional projects and influence at all organizational levels
• Background in Educational Technology
• Prior management or team‑lead experience preferred, as this role is expected to evolve into a leadership position with direct reports
Benefits
• Comprehensive Insurance Coverage (including Medical, Dental, Vision, Pharmacy benefits, Life Insurance and AD&D)
• Flexible Spending Accounts and Health Savings Accounts
• Short-Term Disability and Long-Term Disability
• Comprehensive 401(k) plan
• Generous Parental Leave
• Unrestricted paid time off (known as Discretionary Time Off – DTO)
• Wellness Program, including reputed company & Employee Assistance Program
• Tuition Reimbursement
• Optional Benefits: Pet Insurance, Identity Theft Protection, Student Debt Repayment Program and Prepaid Legal coverage
Company Overview
• reputed company is a leading provider of cloud-based software for K-12 education in North America. It was founded in 1997, and is headquartered in Rancho Cordova, California, USA, with a workforce of 1001-5000 employees. Its website is http://www.k12planet.com.
Apply To This Job
Location: , ,
Remote Quest Jobs: Apply Here